Returns and Negative Feedback

[bin2500]

I recently had a buyer purchase refills for their plug-in fragrance warmer. They received them and then requested a refund because they did not fit their plug-in device.

In my listings I do not accept returns, but do so if they meet Ebay's return guarantee, Item is damaged or not as described. I encourage questions prior to purchase so the buyer can purchase the correct item, that is how I responded to the buyers request. Their immediate response was that I sold them counterfeit product, because it did not look like what they had purchased in the past and sent me a couple of photos of their warmer and the refills they purchased from me (opened).

I tried to explain that there are many different variations of their brand of warmer and I sent photos for the buyer to see and that my listing and description was accurate for the item they bought. Well they came back that the product wasn't as described because it didn't work in their warmer.

A few more back and forths and I decided to stop wasting my time and offered them refund for full purchase price if they paid for return shipping.

They returned product, I issued a full refund. Today I see that they left a scathing negative feedback.

(Hey first neg feedback for me!)

Tried to work with them, but if it happens again I think I will just let it go through Ebay. I thought about reporting the buyer for making a false claim but I think i might just let go of it. Thoughts?

As an end note I have issued refunds in the past and have even honored cancellation requests for orders that buyers made in error.  Even though I don't accept returns, I work with my buyers.

Please tell me what you think

Thanks!

[mesodude]

“Please tell me what you think“

I think, given the value of the item and (and more importantly, the value of you reputation as a seller), it would have been way less costly to have simply refunded the buyer, no questions asked. I also think you could done a better job of idiot proofing your listing. First, there’s only one photo.  Next, I looked up the item and found at least two different product designs. As you’ve found out, it doesn’t do anyone much good to explain variations after the p’od buyer has opened the package and figured out the item won’t work for them. Btw, you said you encouraged questions. Not that that would ave necessarily absolved you but I don’t see where you did that here. Anyway, if you’re serious about avoiding a repeat in the future, you could let buyers know in your listing which models accept that particular refill.

[bin2500]

Thanks for the response, you are correct more pictures! Thought I had put in a line about asking questions thanks for pointing that out. It would be impossible to put all nuances in a description so I will put specific instructions to buyers to ask questions.  I appreciate your feedback.

I have been selling on and off since 2003 but decided to go at it full time a couple of months ago, more volume means more situations, but hey I am having fun doing this!

An interesting comment the buyer made was that these were re-fills for older warmers and nobody is going to buy them.  My reply, sellers sell ink cartridges for older printers, pre-owned shoes etc... this is Ebay.

Again Thanks!

[myboardid]

Any time a buyer opens a case for Not As Described, you have 2 options ONLY. 

1) You accept the return, provide a prepaid return label at your own expense, and when the item comes back to you, you refund in full including original shipping.

The buyer can lie, send an empty box, leave feedback of any kind, rip you off completely.  It doesn't matter even a whit, you still are stuck with doing the refund.

2) You can deny the case.  If you do so, eBay will allow the buyer to keep the item or provide them with the return label, for which they will take the money from your account, and they will give the buyer a full refund, again from your account.  In addition to that, they will give you a HUGE defect, which will damage your ability to sell.  A couple of defects will cause them to shut down your selling permanently. 

Your no returns policy DOES NOT APPLY to Not As Described cases.  ONLY the buyer's claim counts. 

[mesodude]

You’re welcome. It’s great when sales go off without a hitch, huh? There’s decent buyers for sure but there’s also lots of buyers who are completely unaccountable and/or willing to game a system they know is mostly in their favor. Depending on the value of an item, it might or might not be worth submitting multiple photos and taking all the precautions I mentioned. I do know that, even if they are dead wrong,  it’s almost never a good idea to haggle with a buyer over a return. Even if it wasn’t your intent, if a buyer feels like they are being lectured, they will dig in their heels. Not much you can do here now. But if you wanted to appear to be magnanimous to those reading your reviews, you could reply to the feedback with something like “Thx for the feedback. Will improve my item description.“

P.S. apologies for my earlier typos.

[bin2500]

An update

I contacted eBay and after a quick explanation they removed both negative feedbacks (Buyer made 2 separate purchases and left 2 negatives for me). Gone within 5 minutes!

Back to 100%


Thanks for your responses, much appreciated!

[mountainmommie]

Me & eBay no lika each other much anymore but I gotta give credit where credit is due.  This is gonna hurt ...

eBay is improving their policy for no-returns sellers who get stuck with lying buyers who file remorse returns under SNAD. 

There. I said something positive. Happy New Year.